You can expect to walk away from the event with all kinds of new information and insights, but Expo is certainly not all work no play! Keep reading to find out more about the event celebrations, as well as how to be in the know about meetups with your pals.
Celebrate good times
What better way to start and finish SD Expo than among fellow community members? If you’re looking to connect with other attendees before and after the event, we have you covered. Join us at one of these awesome events:
Wed, July 10, 2019, 5:30 PM – 7:00 PM PDT
Join your Support Driven community members for mixing and mingling on the eve of Support Driven Expo 2019! There will be beer and bites provided, compliments of Zendesk and Tymeshift, for you to enjoy while connecting with your peers in customer support.
The event will take place in the lobby of CENTRL Office located at 329 NE Couch Street.
Thurs, July 11, 2019, 5:30 PM – 7:30 PM
This is the perfect wind-down for SD Expo Americas. Join us for drinks and apps to mingle with your fellow attendees and chat about your event highlights.
The event will be at the top level of the conference centre, overlooking the sponsorship area.
Can’t get enough time with your pals? Us either. Filter the event schedule using the Community Meetup option in order to check out the other SD gatherings planned during the week of the event.
Portland is known for its excellent public transportation. Don’t just take our word for it– find our for yourself! Use the Transportation article on the event page for tips on how to get around int the city.
How To Empathize 40 Hours A Week
Ashlie Stewart, Intercom
As the voice of our customers and face of our companies, Support Teams have both positive and negative customer interactions. This presentation will help attendees recognize and prevent empathy fatigue and burnout caused from it. Handling difficult or negative customer interactions can be mentally and emotionally taxing. Knowing when you are experiencing empathy fatigue and having tools to prevent it can help improve productivity and create a more positive work experience.
Your site search isn’t as important as you think
Chris Todd, Senior Customer Solutions Program Manager
Finding your support content is as important as the content itself. If your customers are unable to find the help they need, you might as well have not invested in writing it. What happens when your customer can’t find the help they need? If you’re lucky, they call or email you. If you’re not so lucky they move on to another company.
Bridging the Support-Product Chasm: Leveraging AI and data science to drive product changes
Natalie Abeysenan , ScopeAI
As the first point of contact, support teams are constantly exposed to users needs, preferences and issues with products. Tracking these valuable insights and convincing others to take action however can be a real challenge. The solution – speak the universal language of “data”. This talk focuses on how a support team can apply simple data science and AI techniques to convert their treasure trove of data into actionable product insights. We’ll discuss best practices for setting up support metrics that product teams care about and review case studies of companies that have successfully structured support processes to inform product decisions.